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Complaint Details
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Initial Complaint
01/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unresolved
With a check dated March 25,2023 we contracted with the business stated, to rent a condo in ********** ******* ** **** *** ****** *** Our check was cashed, A final payment was due November 1, 2023. We sent that check out October 12, 2023. The second check was not cashed as of January 8, 2023. We have tried repeatedly to contact Kathy Larlee with no success. We sent a certified letter asking her to contact us. She received and signed for the letter on December 30, 2023 but as on today has not contacted us. The reservation ID is ********. The property number is *******. We stopped payment on the second check on January 8, 2024. We are asking that our deposit of $3,000.00 be returned.Business response
02/13/2024
Thank you for bringing this matter to our attention. We appreciate the opportunity to address it.Regarding the matter in question, we would like to provide some clarification on the payment process and communication with the renter. The renter initially expressed a preference to rent directly to avoid additional fees associated with the vacation rental website. They submitted the first payment, but unfortunately, the final payment of $3000 was not received by the agreed-upon due date.Despite our efforts to communicate and resolve the issue, the final payment was not remitted as promised. The renter claimed to have sent the payment via check, but it was not received or processed. They never sent a replacement check, as Mrs. ***** agreed she would if it had not been received and cleared their bank within a few days of our October phone conversation. As per our strict cancellation policy, which requires cancellations to be made at least 60 days before the reservation date, the renter did not pay the balance of $3000 or cancel their reservation within the stipulated timeframe.As a result, the outstanding balance of $3000 remains unpaid, and they left a message that they were canceling the reservation. The initial payment is nonrefundable.Thank you for your attention to this matter.Customer response
02/13/2024
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Kathy Larlee is not being truthful. As you can see from the letters we sent her. (See attachments) All communication has our phone numbers, emails, and home address. She never reached out to us, in fact we tried on the following dates to contact her by phone. She never answered her phone and never responded to our messages to contact us. We called her on 11/15/2023, 12/01/2023, 12/6/2023, 12/7/2023, 12/12/2023, 1/2/2024, 1/6/2024. In addition we sent a certified letter that Kathy Larlee singed for on 12/30/2023. In that letter we asked her to respond to us because we sent our second check on 10/12/2023 but it was never cashed. In that same letter we stated that if she didn't respond we would have no other choice but to stop payment on the second check and asked for a refund of our $3,000.00 deposit. As far as a 90 day cancellation policy, we were never informed of this policy. We only stopped payment on the second check when she refused to respond to us. Regards, **** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.